Mortimer Market Centre - Ratings and reviews
Reviews
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Review titled Disappointing Experience
Rated 1 star out of 5
by Anonymous - Posted on 26 April 2024
I am writing to express my dissatisfaction with the service I received during my appointment for HIV PreP treatment today at 13:15 at the Mortimer Market Centre. Despite arriving promptly at 13:00 to ensure punctuality, I encountered several issues that significantly disrupted my experience. Firstly, upon arrival, I was unexpectedly required to complete forms and a self-test kit. This additional requirement was not communicated to me when I scheduled the appointment, resulting in unforeseen delays. As a result, my appointment ran behind schedule by 15 minutes, which was particularly inconvenient as I had to attend this appointment during my work lunch break. Furthermore, upon entering the consultation room, I was informed that I had completed the self-test kit incorrectly due to unclear instructions provided in the toilet. This revelation was frustrating and disappointing, as it hindered my ability to proceed with the consultation and receive the necessary treatment. Regrettably, due to time constraints, I was unable to provide another urine sample as requested, ultimately preventing me from obtaining the HIV PreP medication. The entire experience not only wasted my time but also incurred additional expenses for transportation. I am profoundly disappointed with the level of service provided and believe that improvements are necessary to prevent similar issues from occurring in the future. Specifically, I urge you to reconsider the way self-testing procedures are explained to patients and to ensure that instructions are clear and easily understandable. Additionally, I recommend evaluating the suitability of the toilet facilities for self-testing, as the lack of appropriate space for personal items further exacerbated the situation. I sincerely hope that my feedback will be taken into consideration and that necessary measures will be implemented to enhance the quality of service for future patients. From a very unhappy patient
Visited April 2024
Mortimer Market Centre has not yet replied.
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Review titled Caring and supportive team
Rated 5 stars out of 5
by Anonymous - Posted on 21 February 2024
I came here for an IUS insertion. I have had negative experiences with IUD insertions in the past (outside of the UK), which is why I was feeling very nervous and anxious. The doctor and nurses put me at ease and took their time to explain the procedure step by step. I was given a local anaesthetic for my cervix before the procedure began, and I must say that it was a less painful experience than my previous insertions. After the procedure, I waited outside while a nurse checked on me twice. I felt well taken care of throughout the entire process. I hope this review can help others who may be feeling as worried as I was about the procedure. It was over quickly, and when it's time for a replacement, I will definitely be returning to this center.
Visited February 2024
Review titled Mortimer Market Centre
Replied on 08 April 2024
Hi there, Thank you for taking the time to post your comments about the care and treatment you received, and the lovely message about the clinicians you saw. We’re so glad the service was able to help you. We’ll be passing your message on to the team as they will be delighted to hear this. Thank you again and best wishes.
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Review titled Impossible to get through the phone
Rated 2 stars out of 5
by Anonymous - Posted on 05 December 2023
For some reasons you can’t get appointments online when you have symptoms, you *need* to call. And when you call, you end up waiting for 1 hour on the phone with an automated message telling you to visit their website. Then you get an initial screening, don’t get a call back but still have symptoms so you need to go back, and *bang* you end up wasting another hour on the phone (and waiting a week to get the appointment). Something needs to change
Visited November 2023
Review titled Mortimer Market Centre
Replied on 30 January 2024
Hi there We’re really sorry to hear about the problems you’ve been experiencing in getting an appointment with our service. We are very busy but we can understand your frustration. You can also visit this website (www.sexualhealth.cnwl.nhs.uk) to book an appointment online. If this option doesn’t work for you, please email communications.cnwl@nhs.net with your name and phone number and we will look into this and try to book you in for an appointment. Thank you.
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Review titled Outstanding
Rated 5 stars out of 5
by Anonymous - Posted on 17 August 2023
From the moment I walked in and was met by the amazing bubbly friendly receptionists to all the staff I encountered, professional but friendly. Run with total efficiency. Thank you so much you truly are an outstanding service that is to be treasured.
Visited August 2023
Review titled Mortimer Market Centre
Replied on 29 August 2023
We’re delighted to hear your feedback and thank you for taking the time to post your comments. We will pass this message onto the team who will be so happy to hear this. Thank you again.
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Review titled Fantastic quality of care
Rated 5 stars out of 5
by Anonymous - Posted on 25 August 2023
I’ve been coming here off and on over many years. I was so impressed to see it fully re operational since the pandemic. I had a particularly anxious time waiting to be seen, the front desk were extra understanding, the doctor who saw me extremely compassionate, professional and inclusive and also good humoured and her senior staff nurse highly adept at supporting the consultation to giving me full peace of mind. I am so glad to come back to Mortimer Market and trust the multidisciplinary team with sensitive and personal aspects of my health. Thank you very much indeed.
Visited August 2023
Review titled Mortimer Market Centre
Replied on 29 August 2023
Hi there, Thank you for your lovely feedback about the team and the care you received. We will make sure your message is passed on to the team as they will be delighted to hear this. Thank you again.
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Review titled Excellent service
Rated 5 stars out of 5
by Anonymous - Posted on 17 August 2023
I booked my examination appointment online and arrived to Mortimer Centre to be greeted by two receptionists (working morning of 17 August) who were the most pleasant, welcoming and effective I've met in the NHS. They were a credit to the centre. There had been some issue translating my appointment booked online to their in centre booking system, but they were able to slot me in promptly. The Doctor I met was equally as welcoming, friendly and non judgemental. She was really brilliant, asking good, searching questions around my circumstances which helped to arrive to a solid diagnosis.
Visited August 2023
Review titled Mortimer Market Centre
Replied on 18 August 2023
Hi there, Thank you for taking the time to leave this lovely message about our clinicians and staff members at Mortimer Market Centre. We will make sure your message is passed on to the team as they will be delighted to hear this. Thank you again.
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Review titled Made to feel uncomfortable
Rated 1 star out of 5
by Anonymous - Posted on 24 July 2023
I am disabled and have an assistance dog. This is my first time to this clinic so when I arrived I was greeted by an unpleasant receptionist who barked where’s your number? It should have been text to you. I apologised while I checked for it. I then gave her the phone as she wrote the number down. I got told “that enough, take your phone back and fill this in” the manor was hostile to say the least. I proceeded to sit down. Then I was hassled by a security card about not having a dog in here. I explained that he was an assistance dog and showed him the lead with his badge attached. He said dogs are still not allowed in here. I then had to root through my bag to find his license. Once I had argued my situation with the security the receptionist felt the need to put her bit in and was rude and belittling. If she isn’t happy in her job then she should not take it out on the people who come here. I won’t be coming here again. Ever! and neither will my assistance dog, Neon.
Visited July 2023
Review titled Mortimer Market Centre
Replied on 26 July 2023
Hi there We are sorry to hear about your experience and that we made you feel this way. This is clearly not acceptable. Staff should never be rude or make you feel uncomfortable. We want to look into this, and would like the opportunity to discuss this further with you. Please do contact us at: communications.cnwl@nhs.net and one of our Managers will give you a call. Thank you.
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Review titled Can't ever get through!
Rated 2 stars out of 5
by Anonymous - Posted on 15 June 2023
I've tried calling several times to get an appt due to concerns and can never get through! Several times I call bang on 8.45am and after 30 mins I have to hang up as I have to start work. I've previously tried to get an appt by literally going into the clinic and get told I can only get an appt via telephone...really frustrating when you're worried about your sexual health and can't get seen! Will be back on the phone again tomorrow morning but not feeling hopeful about getting through.
Visited May 2023
Review titled Mortimer Market Centre
Replied on 18 August 2023
Hi there I’m really sorry to hear about the problems you’ve been experiencing in getting an appointment with our services. We are very busy but I can understand your frustration. We would like to look into the problems you’ve experienced in more detail and try to book you in for an appointment. Could you please email our Communications Team on communications.cnwl@nhs.net with your name and phone number and we will follow this up. Thank you.
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Review titled Great service
Rated 5 stars out of 5
by Anonymous - Posted on 19 May 2023
Had longstanding issue which flared up, phoned 9am, on hold 30 mins. I explained situation. Was advised to come and wait as no appointments left. Waited about 95 mins, seen by doctor, issue now diagnosed, given medication.
Visited May 2023
Review titled Mortimer Market Centre
Replied on 22 May 2023
Hi there Thank you for sharing your experience of our service, we’re glad we were able to help. We’ll be letting the team at the centre know. Thank you.
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Review titled Excellent practice
Rated 5 stars out of 5
by Anonymous - Posted on 15 November 2022
My appointment was scheduled at 11 am, arrived at 10.30 and was seen within 5 minutes, the doctor who visited me was so kind and professional, he examined me and asked the consultant for a second opinion, the Lady consultant was extremely lovely, explained in a professional manner what she tought and treated the problem. I would highly reccomend this clinic.. very happy with the service..
Visited November 2022
Review titled Mortimer Market Centre
Replied on 28 February 2023
Hi there, Thank you for this lovely message and the kind comments about our team at Mortimer Market Centre. We’re really glad you had a good experience at the clinic, and we will be passing this onto the team.